Senior Technical Support Engineer
Job at a glance
Responsibilities Manage the entire Zendesk platform including setup, administration, and advanced customization Serve as the primary technical point of contact for clients via Zendesk, email, and phone Troubleshoot and validate advanced technical issues and escalate to developers Report, track, and follow up on software bugs with development teams Perform basic QA testing on new features/updates Maintain and enhance technical documentation and the Help Center Lead onboarding and training sessions for clients and internal staff Manage licensing, voucher allocation, and client entitlements Deliver professional services as the technical lead on projects Collect client feedback to drive product improvements Support recruitment by coordinating technical assessments and onboarding Requirements 2–4 years relevant experience in technical support or platform administration Proven experience administering and customizing Zendesk Strong technical troubleshooting skills Experience performing basic QA testing and coordinating bug reporting Excellent verbal and written communication skills Experience creating and maintaining technical documentation Ability to lead onboarding sessions and training workshops Experience managing licenses and client entitlements ITIL v4 or equivalent IT service management certification Preferred Qualifications Experience with educational/edtech platforms Experience building custom API integrations and working with no-code/automation platforms Prior experience running certification-based training programs CompTIA A+ or other technical certifications Background in software development processes and close collaboration with engineering teams